{
  "ucid": "21112178851589531",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:28:15",
  "end_time": "2026-09-04 15:29:08",
  "duration_sec": 53,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAee1fa16204b17fb552e139c20fb3c25a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 830,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851589531__DIAee1fa16204b17fb552e139c20fb3c25a.mp3",
  "audio_bytes": 60480,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 20.16,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[2s] AGENT: Are you speaking from Kalpana International?   (कल्पना इंटरनॅशनल से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: This is Rohit Mishra speaking from JSW One from Mumbai.   (रोहित मिश्रा बात कर रहा हूं JSW One से फ्रॉम मुंबई।)\n[7s] CUSTOMER: Sir, I am not in the office today.   (मैं साहब ज़रा आज ऑफिस में नहीं हूं।)\n[9s] AGENT: Okay.   (अच्छा।)\n[9s] CUSTOMER: You can just send me a WhatsApp, I'll have a look.   (आप you can just send me a WhatsApp ना, I'll have a look.)\n[12s] AGENT: Sure, okay sir. Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer is unavailable and asks for a message, try to secure a specific callback time by asking 'When would be a better time for a quick call?' before agreeing to send a WhatsApp.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced himself and JSW One, but the customer immediately stated they were out of the office and unavailable to talk. The customer requested a WhatsApp message with information. The agent agreed and ended the call without any discovery or pitching.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"रोहित मिश्रा बात कर रहा हूं JSW One से फ्रॉम मुंबई।\", \"comment\": \"The agent introduced himself and the company, and confirmed the customer's company name, but the customer pre-empted the permission question by stating they were unavailable.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was cut short by the customer before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not get an opportunity to ask any discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, so no pitch was delivered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get to the qualification stage of the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sure, okay sir. Thank you.\", \"comment\": \"The agent agreed to the customer's request to send a WhatsApp, which is not a specific, committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is unavailable and asks for a message, try to secure a specific callback time by asking 'When would be a better time for a quick call?' before agreeing to send a WhatsApp.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You can just send me a WhatsApp, I'll have a look.\", \"response\": \"Sure, okay sir. Thank you.\"}], \"call_summary\": \"The agent introduced himself and JSW One, but the customer immediately stated they were out of the office and unavailable to talk. The customer requested a WhatsApp message with information. The agent agreed and ended the call without any discovery or pitching.\"}",
  "error": null,
  "latency_ms": 29225,
  "input_tokens": 2746,
  "output_tokens": 768,
  "created_at": "2026-09-25 11:29:58",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.526,
  "agent_talk_sec": 6.1,
  "customer_talk_sec": 5.5,
  "dead_air_sec": 41.4,
  "longest_monologue_sec": 2.2,
  "agent_wpm": 226.2,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 23,
  "words_customer": 22,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851589531",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 0.91,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851589531",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.17,
      "end_s": 1.53,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851589531",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.77,
      "end_s": 2.11,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851589531",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 3.5,
      "text_en": "Are you speaking from Kalpana International?",
      "text_native": "कल्पना इंटरनॅशनल से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178851589531",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.01,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178851589531",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.5,
      "end_s": 6.7,
      "text_en": "This is Rohit Mishra speaking from JSW One from Mumbai.",
      "text_native": "रोहित मिश्रा बात कर रहा हूं JSW One से फ्रॉम मुंबई।"
    },
    {
      "ucid": "21112178851589531",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.17,
      "end_s": 9.07,
      "text_en": "Sir, I am not in the office today.",
      "text_native": "मैं साहब ज़रा आज ऑफिस में नहीं हूं।"
    },
    {
      "ucid": "21112178851589531",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.07,
      "end_s": 9.37,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178851589531",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.37,
      "end_s": 11.8,
      "text_en": "You can just send me a WhatsApp, I'll have a look.",
      "text_native": "आप you can just send me a WhatsApp ना, I'll have a look."
    },
    {
      "ucid": "21112178851589531",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.9,
      "end_s": 13.8,
      "text_en": "Sure, okay sir. Thank you.",
      "text_native": "Sure, okay sir. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851589531",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "रोहित मिश्रा बात कर रहा हूं JSW One से फ्रॉम मुंबई।",
      "comment": "The agent introduced himself and the company, and confirmed the customer's company name, but the customer pre-empted the permission question by stating they were unavailable."
    },
    {
      "ucid": "21112178851589531",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was cut short by the customer before the agent could deliver a hook."
    },
    {
      "ucid": "21112178851589531",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not get an opportunity to ask any discovery questions."
    },
    {
      "ucid": "21112178851589531",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, so no pitch was delivered."
    },
    {
      "ucid": "21112178851589531",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get to the qualification stage of the call."
    },
    {
      "ucid": "21112178851589531",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sure, okay sir. Thank you.",
      "comment": "The agent agreed to the customer's request to send a WhatsApp, which is not a specific, committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851589531",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You can just send me a WhatsApp, I'll have a look.",
      "response": "Sure, okay sir. Thank you."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}